This is a 12-month fixed term contract and is a hybrid role for Mississauga office.
We are looking to add passionate customer driven, professional and enthusiastic bilingual members to our dynamic team. The primary role of our bilingual agent position is to handle inbound calls from existing and potential customers in English and Quebecois French, while exceeding expectations with a superior service experience. The role is required to educate and assist borrowers with loans in good standing, as well as motivate and counsel borrowers with delinquent loans on behalf of AFE Government of Quebec. Our Bilingual agents will be accountable for service levels and quality of calls within a team-driven and fast-paced work environment.
Job Description
- Identify borrower needs and analyze their financial capacity. Provide customized solutions and information on debt management options
- Achieve individual productivity targets as assigned, contributing to inbound service target adherence as well as overall client-driven repayment success measures. (KPI’s include Call Quality, Average Handle Time, and Schedule Adherence)
- Use discretion and maintain confidentiality in handling sensitive information. Understand the importance of escalating issues for resolution following established escalation processes
- Hours of operation 8:00 a.m. to 5:00 p.m. Monday through Friday
- Minimum expectation of 30 hours per week, the average weekly schedule is 37.5 hours per week, however, must be available to work up to 40 hours and the ability to work overtime as needed.
Experience:
- Entry level bilingual candidates, and new grads encouraged to apply
- Progressive experience in a Call Centre, Customer Service or Telemarketing environment an asset
- CISCO phone system experiences an asset
- Ability to complete background checks including Credit, Criminal and Reliability Clearance
- Completion of High School diploma
Skills and Knowledge:
- Demonstrated oral and written communication skills in both English and Quebecois French is a must
- Computer proficiency and keyboarding skills with the ability to type quickly and accurately and navigate with ease
- Excellent problem-solving skills and ability to think quickly and logically
- Exceptional attention to detail and the ability to work with minimal supervision
- Ability to deal with emotional and irate borrowers, while maintaining a professional demeanor and handle complex calls when they arise
- Strong aptitude for learning new systems and technologies with the ability to integrate.
Pay: $35,000.00-$36,000.00 per year
Language:
Work Location: Hybrid remote in Mississauga, ON L5R 3P9
